Job Description
The Information Centre Care Agent is responsible for managing all incoming calls to the OLD MUTUAL Medical emergency hotlines.
KEY TASKS AND RESPONSIBILITIES
Answer incoming telephone calls into the Call Center in a professional manner at all times
Working with providers and the OLD MUTUAL Case management team to manage the admission and discharge process of OLD MUTUAL Members
Managing requests for services from providers, intermediaries and clients, providing information on the OLD MUTUAL provider network, available benefits per scheme policy and services and other routine information
Processing pre-authorization requests for outpatient services
Provides health information to customers via OLD MUTUAL approved resources
Completes accurate and timely documentation of all services provided to callers
Escalate / liaise with claims/ care teams on any issues which require further consultation
In conjunction with Smart applications resolve card issues raised at the point of service.
Attends all required training sessions and meetings.
Normal information center duties. E.g. carrying out customer surveys, social media and email management.
Performs all other tasks as assigned by the Information Center Manager, Case Management Supervisor, Medical Case Management Manager and/or Medical Claims Manager.
SKILLS AND COMPETENCIES
Competences
Basic level of proficiency with Windows based applications such as MS Office, Excel, Word
Proficient ability to analyze data and develop recommendations
Strong verbal and written communication skills
Maintains a professional/customer service focus at all times.
Qualifications & Requirements
Availability to work any both day and night shifts
1+ years in Patient Customer Service Experience Preferred
1+ years Call Center experience Preferred
6+ months professional experience in an office setting using the telephone and computer as primary instruments to perform the job duties
Knowledge of medical terminology/Coding (ICD10)
Bachelor’s Degree or Diploma in Nursing
Experience working in the Insurance industry preferred
ACII or Other Insurance Certification Preferred
go to method of application »
Use the link(s) below to apply on company website.
Apply via :
